ACC is introducing a new approach to community advocacy as part its new issues management strategy. The aim of the strategy is to improve the complaints service and in turn reduce the amount of reviews which were considered avoidable.
Q: Why are you making changes to the way you fund advocacy services for clients?
A: We’d like to put in place a model similar to the one the Council of Trade Unions (CTU) operates under a contract with us, that has proven successful in helping clients get earlier resolution to issues. Earlier resolution is achieved through increased capability, performance, measurement and monitoring, rather than funding a series of one-off grant scheme projects at an average level of funding of $5,500.
Q: What will the new service look like?
A: We’re in favour of two or three national contracts for phone delivery of second opinion client advocacy services by community organisations. Nationwide coverage would be provided by networked community organisations using 0800 lines, where capability would be monitored, and improved through training opportunities.
Q: What will happen to organisations with approved grant scheme funding for payments later this year?
A: Already approved grants that are still running will be seen through to their conclusion.
Q: Will the changes affect a client’s right to advocacy support at Review?
A: No. There will be no change to a client’s right to advocacy at Review.
Q: Why are you moving to a small pool of advocacy organisations?
A: Our clients will benefit from earlier resolution to issues because there will be greater consistency and quality of advice provided by advocates. Our experience with the CTU service that helps clients to achieve an early resolution to their issues, shows that the approach works and helps to avoid Reviews.
Q: What happens to organisations that only provide a specialised type of client advocacy?
A: We’ll consider organisations that cater for specialised client needs if they’re able to demonstrate the criteria we’re looking for.
Q: Isn’t this just another example of ACC cutting costs?
A: We aren’t cutting costs – in fact we’ll be spending more than we did under the Advocacy Grant Scheme.
Q: Do you expect these changes to produce any savings?
A: This is not the purpose of the change. Any savings will be a by-product of clients getting their issues resolved quicker.